If you a looking for simple but functional ticketing system for SharePoint, you are
at the right place. This product was initially released in 2011, and has
found itself in use in organizations of all kinds, including Fortune 500
companies. It works right out of the box. No coding. No integration. No
complex settings. Do you need e-mail support, ticket routing, SLA and
escalation, templates, and reports? We have that built in. There is no
reason to waste your time, download the product today and tomorrow you'll
have HelpDesk in production.
Benefits
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No integration required. Native SharePoint solution, built on SharePoint
technologies.
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Works on intranet and extranet sites, supports 3rd party authentication and
allows branding.
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You don't need SharePoint developers or a guru to deploy and use this product.
It is as easy as creating a new site from a template.
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Product license lasts indefinitely.
Key features of HarePoint
HelpDesk for SharePoint
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Tickets from
web, e-mail or phone
In addition to submitting requests through a form on a web page, requests can be
submitted via email and users can continue the conversation either through the
form or by email without needing to visit the site. Technicians can create
tickets manually on behalf of users who have made contact by phone or fax. After
creation of a ticket, the user can contact the HelpDesk operators via web form
or email.
SLA and
Escalation Rules
The product contains a configurable catalog of services and service levels with
automatic monitoring. The built-in constructor allows easy creation of
customized rules for quality control, escalation of incidents, and sending of
notifications concerning violations or likely violations of a given SLA.
Ticket
routing
Incoming requests can be automatically assigned to technicians according to
request properties such as request category, priority, the user's service level
agreement level, and others. In case of manual assignment, the product has a
timeout setting to warn about unassigned tickets.
Logic in
workflows
The product's processing logic is contained entirely in standard SharePoint
Designer workflows. You can easily customize the ticket processing algorithm,
assignment of support representatives, and sending of escalation or notification
messages. In most cases, this is not necessary and the flexibility allowed by
the product settings is adequate. But you always have this option at hand.
View the full list of
the product features
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Integrated
demo data pack
You can fill your new help desk site with demo data in one click. You'll get a
set of tickets in various states, pre-configured products and categories,
response templates, etc. This is the most convenient way to learn the product's
functionality in your own environment. You'll get a fully-functional help desk
site in 10 minutes after product download!
Knowledge
base and response templates
Quick response templates shorten response times for frequently repeated or
standard requests, and the built-in knowledge base reduces the number of
incoming requests by displaying informative articles from the database
automatically as the user creates a new request in the web form.
Associated
tasks for tickets
Operators can assign SharePoint tasks from a ticket. The ticket will remain in
an on-hold state until all associated tasks are done. This feature helps with
incidents related to hardware changes, software updates or any other situation
where external assistance beyond the duties of help desk operators is required.
Advanced
reporting
Helpdesk has a set of reports to evaluate and demonstrate the effectiveness of
your support services, assess the quality of the work of individual technicians,
and to analyze incoming requests. These reports can be viewed in the system
itself or received in scheduled emails.
Read the
product overview article
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